Remote Customer Support Specialist

Job Title: Remote Customer Service Rep

Location: Remote - Remote

Job Type: Full-Time Reports to: Customer Service Manager



Summary of Position:

99 group is looking for a passionate and customer-focused Remote Customer Support Specialist to join our team. The selected candidate will be responsible for providing rapid, professional and helpful support to customers, partners, startups and other stakeholders. We require someone who communicates well, is detail-oriented and can work autonomously in a remote environment. Experienced multi-taskers who partner with internal teams to offer a terrific experience. Recording consumer interaction and resolving customer complaint.

Main duties

We’re looking for a **Customer Support Specialist (Remote)** and we want you to join us. You must be detail orientated, I.T. aware and caring.You will be the first point of contact for the client to handle complaints, resolve problems and ensure a seamless great customer experience. “Real information. Beta-i Services, activities, events and processes Fast and effective solution of consumer concerns and complaints. Raise technical or complicated issues to the appropriate internal team. Keep a record of customer contact and your activity. Follow up with clients to ensure concerns are being resolved correctly. Answer consumer queries regarding accounts, registration, scheduling and programming. Keep management informed of the trends and problems our clients continue to experience. Collaborate with operations, programm and innovation teams when customer support has to be greater. Consistently deliver outstanding professional client experiences Suggestions to improve the customer experience (in general) and help improve customer support operations

Technical Requirements

We’re looking for forward thinking communicators that are comfortable taking the feedback from the client and integrating that into amazing brand experiences. The successful applicant will be self-driven and enjoy working remotely. Core activities client services* • Responds to client enquiries in a professional and timely manner via phone, email, live chat, and ticketing systems (Zendesk, Intercom, Freshdesk, etc) Knowledge Base Maintenance – Update internal documentation and customer support articles for frequently asked customer questions* footnotes *Loop: Collect client feedback and suggestions and communicate them to the operations and product teams for service improvement.*Quality & Performance Attain or surpass support KPIs (Resolution Rates, Customer Satisfaction Score (CSAT) and First Response Time (FRT).

Skills Required

Experience in start-ups, IT companies, innovative projects or professional services;

Experience supporting remote customers.

Experience with CRM and Ticketing Systems.

Fluency in English is a must. Other languages are a plus.

Home office environment.

Opportunity to work in a creative, international environment

Work with startups, organisations, entrepreneurs and IT specialists.

Training and professional growth

Energetic and team-oriented working environment.

New work and opportunity around customer’s experience.